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How Airlines Can Improve Customer Satisfaction, Loyalty

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In today’s competitive airline industry, customer satisfaction and loyalty are critical to success. In this article we will be exploring ways that airlines can improve on their customer’s satisfaction.

 

PERSONALIZED EXPERIENCE

Yes, you read that right. You may wonder how can an experience like commercial flights that is focused on serving hundreds of customers be personalized?

 

Here are ways airlines can give their customers a personalized experience inspite of the nature of the industry:

 

DATA ANALYTICS

By collecting and analyzing customer data, airlines can gain insights into their preferences and behavior, and use that information to tailor their travel experiences.

For example, an airline may use data on a customer’s previous travel patterns to recommend flights, seating options, and in-flight amenities that meet their preferences.

By analyzing customer data, airlines can provide personalized recommendations for travel-related services such as hotels, car rentals, and tourist attractions. This can be particularly useful for customers who are unfamiliar with a destination, and can help to enhance their overall travel experience.

 

TECHNOLOGY

For example, airlines can use mobile apps to provide personalized recommendations, such as local restaurant suggestions or entertainment options, based on the customer’s destination and interests.

Airlines can also use in-flight entertainment systems to offer customized content based on the customer’s viewing history and preferences.

 

HUMAN INTERACTION

In addition to technology, airlines can also personalize the travel experience through human interaction. Airlines can train their staff to provide personalized service that meets each customer’s needs and preferences.

This could involve personalized greetings, offering special amenities or services, or anticipating and addressing customer needs before they arise.

 

LOYALTY PROGRAMMES

Airlines can also use loyalty programmes to offer personalized rewards and incentives to customers based on their travel history and preferences.

For example, an airline may offer exclusive lounge access, priority boarding, or free upgrades to customers who frequently fly with them.

 

FEEDBACK

To ensure that their personalized experiences are meeting customer expectations, airlines should regularly solicit feedback from their customers.

This can be done through surveys, social media monitoring, and customer service interactions.

By listening to customer feedback and addressing their concerns, airlines can continuously improve their personalized experiences and build stronger customer relationships.

Overall, personalization is a powerful way for airlines to improve customer satisfaction and loyalty which can in turn, lead to increased customer loyalty and satisfaction, and ultimately, greater success for the airline.

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Aviation

Accra Bound Aircraft Loses Engine Mid-Air After Departing NAIA, Abuja

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An Abuja-Accra flight experienced technical difficulties mid-air on Friday, forcing it to return to Abuja, shortly after departure.

The Nigerian Safety Investigation Board (NSIB) made the disclosure in a statement, adding that it has launched investigation into what it described as a serious accident.

Director, Public Affairs and Family Assistance, NSIB, Bimbo Olawumi Oladeji stated that preliminary investigations revealed the aircraft experienced an engine number two indication issue.

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It was gathered that the aircraft, with registration number 5NKAL which was operating a flight from the Nnamdi Azikiwe Airport, Abuja (DNAA), to Kotoka International Airport, Accra (DGAA).

She explained that four persons were onboard when the incident occurred. The crew immediately requested for a diversion back to Abuja due to the engine indication.

Oladeji added that the crew managed to safely land the aircraft at Abuja Airport at 18:16 UTC.

There were no injuries reported, and all individuals on board are safe.

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Aviation

FG Secures 12 Pre-Owned Alpha Jets to Bolster Nigeria’s Air Power

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Nigeria has acquired 12 pre-owned Alpha Jets from the French Air Force as part of efforts to enhance the operational capacity of the Nigerian Air Force (NAF).

The deal, facilitated through SOFEMA, a French military and aeronautics company, was announced by Olusegun Dada, Special Assistant to President Bola Tinubu on via X on Thursday.

He said, “All the 12 aircraft are ready for shipping.”

The Alpha Jet, a product of Franco-German collaboration, is a versatile military aircraft designed for light attack and advanced training missions.

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Equipped to carry bombs, rockets, and missiles, the aircraft also features a gun pod for close air support.

The NAF already operates 11 Alpha Jets, but this latest procurement signals a significant boost to its fleet.

Dada also confirmed that the Air Force is expecting 24 M-346FA light attack aircraft, ordered during the administration of former President Muhammadu Buhari.

The first batch of these Italian-made aircraft is expected to arrive early next year.

Air Chief Marshal Hasan Abubakar, the Chief of Air Staff, described the acquisitions as a testament to President Tinubu’s commitment to bolstering the armed forces.

“This renewal of our aircraft fleet reflects the government’s commitment to ensuring the safety and security of Nigerians,” Abubakar said.

The announcement comes on the heels of President Tinubu’s three-day state visit to France, where he met with French President Emmanuel Macron.

The visit, which took place from November 27 to November 30, highlighted deepening ties between the two nations.

To ensure the sustainability of its expanding fleet, the Air Force has proposed establishing a local maintenance hub.

Speaking in October, Abubakar noted that six units of the M-346FA aircraft were already in production, with the initial batch of three expected to be delivered in early 2025. The full fleet is projected to arrive by 2026.

“These developments underscore the importance of creating a domestic support system for the long-term upkeep of our aircraft,” Abubakar added.

 

 

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Aviation

Festive Season: Aero Contractors Slashes Ticket Prices To N80,000

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As the holiday season draws near, Aero Contractors has introduced a minimum ticket price of N80,000 for all local flights.

The move, which will last until January 2024, aims to ease the financial burden on Nigerians amid the high cost of living.

Ado Sanusi, Managing Director of Aero Contractors, made the announcement on Tuesday during a press briefing, describing the fare reduction as a gesture to help Nigerians celebrate Christmas and the New Year without the stress of steep ticket prices.

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Sanusi said, “We understand the economic hardship Nigerians are facing, especially with high ticket prices, and we know the holiday season is nearby.

“In the spirit of Christmas, Aero Contractors has introduced what we call pocket-friendly Christmas prices. These fares, starting at N80,000, will apply to all our destinations, allowing Nigerians to travel without excessive costs.”

As of Tuesday afternoon, an economy class ticket from Lagos to Abuja was priced at N99,643, while business class tickets were being sold for N189,167.

Sanusi further explained that the initiative was designed to make it easier for families to reunite during the holidays.

“This is a way for us, as an organization with a long history of serving Nigerians, to give back to our loyal customers. We want to make it possible for families to meet their loved ones during this festive season without worrying about exorbitant travel costs,” he added.

 

 

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